Steve Lopes Email & Phone Number

Fort Lupton, Co, Us

Technical Support Consultant, Specializing in IT Service Management (ITSM/ITIL) Consulting. Specific related consulting includes (ITSM): Service Design, Incident/Problem/Change/Service Catalog/Service Desk/Continual Improvement; Other services include: Development of KPIs & creation of monitoring and reporting structures.Key Contracts & Duties:- Rail Arts (501(c)(3): Current Board Member & paid contractor providing technical consulting for Colorado non-profit- Avalara, Inc.: Led team creating critical Incident response program, including KPIs, reporting structures & Best Practices. Created company’s Problem & Continuous Improvement processes. Implemented ServiceNow enhancements. Served as Incident Commander. Tools Used: Salesforce Cloud, Atlassian: Jira/Confluence, Workfront, Slack - PNC Bank: Audited & enhanced high-priority Incident response program. (P1/P2s) Created Incident Best Practices & migrated Knowledge Base to new platform. Served as Incident Commander. Created & implemented company’s Problem Management, Continuous Improvement & Executive Reporting processes. Tools Used: Dynatrace, AWS CloudWatch, KPI Monitoring Tools, ServiceNow Alerts, Atlassian, Confluence- Boulder Valley School District: Created Incident & Problem Management processes. Authored & published Service Desk Best Practices for BVSD, an innovative, consistently top-ranked district. Led migration to ServiceNow. Served as Service Desk Manager- 24-7 InTouch: Contact Center SME. Project Manager, Technical Consultant & SPOC for company’s rapid site expansion efforts. Ramp-up projects included: support modeling, assisting with real estate contracts and process improvement. Completed contracted deliverables ahead of schedule (telecom/network/HR). Lessened time-to-hire and related HR hiring expenses & lowered attrition rates via process and hiring analysis & related process improvement

• Produced specialized wind turbine blades for the world leader in wind power• Member of team beta testing proposed manufacturing process improvements

Omaha, Nebraska, Us

Utilized ITIL, FEMA and multiple continuous improvement best practices to develop company’s 911 internal support model.• Developed company’s problem management best practices & metrics reporting structure• Via created action plan, achieved 25+% mean time to resolve (MTTR) reduction• Thru proactive analysis & KB enhancement, reduced incident-type reoccurrence by over 20%• FEMA-certified Incident Commander. Led teams to quickly resolve 911 infrastructure incidents• As project manager for Incident Command improvements, reduced incident times by > 20%• Permanent Change Board member for 911 technical network changes• Credited by customer and company executives as having saved a child’s life by proactively analyzing & quickly mitigating Amber Alert system issues

• Served as President, Chief Information Officer & legal Registered Agent for CO LLC• Designed, built & administered company network• Sold business interests for ~ 40% profit

Falls Church, Va, Us

Director-level management of NG’s internal, commercial, state & local technical support desks. Total desks managed: 13. Performed incident management role for incidents & service requests not com-pleted (via tiers 1-3). • Saved $400K in labor savings via staff cross training and centralized workforce management• Achieved $4.2mil in labor cost reductions via enterprise tool implementation (Aspect)• Oversaw enterprise sunsetting of technical support desks (13) down to two (2) geographically- redundant sites (Virginia & Texas)• Successfully resolved or mitigated all incident & service request tickets previously unresolvable via support tiers 1-3• Successfully resolved or mitigated all executive escalations• Cited for communications abilities, created executive responses to media inquiries• As technical support SME returned technical operations to profitability/

Miami, Fl, Us

Director-level, single point of contact (SPOC) for Sony Computer Entertainment America (SCEA) North American customer & technical support.• Cited ongoing by Regional Performance Manager for managing top-performing account• Upon hiring, given 90 to return account to metrics. Achieved all metrics within 45 days• Surpassed aggressive 90% QA expectation• Recognized by SCEA executives for most-successful product launch to date (PS3)• Due to ongoing performance, awarded multi-year exclusive support contract• Reduced labor costs by ~ 20%• Recruited by SCEA executives to join HQ due to KPI achievements

Account manager for various outsourced technical & customer support contractsUtilized ITIL, FEMA and multiple continuous improvement best practices to develop company’s 911 internal support model.• Developed company’s problem management best practices & metrics reporting structure• Managed top-performing account for 3 consecutive years• Maintained highest account profit margin & lowest attrition for 3 straight years• Due to sustained operational excellence, awarded exclusive long-term vendor contracts• Created & sold training upgrade jingle to vendor• Exceeded CSR upgrade sales expectations• Awarded "Excellence in Customer Service" award from vendor for sustained quality assurance

Bachelor, Public Relations / Journalism

Windows Os; Ms Office Suite; Computing Fundamentals

Itil & Comptia Certifications

Electrical Troubleshooting